PENGARUH NILAI BUDAYA FACE, NILAI BUDAYA HARMONY, DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY  RESTORAN X.O DI SURABAYA

Steffi Tifani Rahardjo

PENGARUH NILAI BUDAYA FACE, NILAI BUDAYA HARMONY, DAN SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY RESTORAN X.O DI SURABAYA

Steffi Tifani Rahardjo Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya

Abstract Views: 71 times

PDF - FULL TEXT Downloads: 111 times

Keywords: Face, Harmony, Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

Penelitian ini bertujuan untuk menguji pengaruh nilai budaya Face dan Harmony serta Service quality terhadap Customer Satisfaction dan Customer Loyalty Restoran X.O.di Surabaya. Penelitian ini menggunakan Structural Equation Modeling (SEM) dengan software LISREL versi 8.7. Pengumpulan datanya menggunakan metode survey yaitu melalui pembagian kuesioner. Jumlah sampel dalam penelitian ini adalah 310 responden. Hasil penelitian ini adalah (1). Nilai budaya face dan harmony berpengaruh positif signifikan terhadap customer satisfaction restoran X.O di Surabaya (2). Nilai budaya face dan harmony tidak berpengaruh terhadap customer loyalty Restoran X.O.di Surabaya (3). Service quality berpengaruh postif signifikan terhadap customer satisfaction dan customer loyalty restoran X.O di Surabaya.

Downloads

Download data is not yet available.

References

Buttle, F. dan Bowie, D. 2004. Hospitality Marketing. Oxford : Elsevier Butterworth-Heinemann

Ferdinand, A., 2002, Structural Equation Modeling dalam Penelitian Manajemen, Badan Penerbit Universitas Diponegoro, Semarang.

Griffin ,Jill. 1995, Customer Loyalty How to Earn it How to Keep it. America : Lexington Books

Hair J.F, JR., R.E. Anderson, R.L. Tatham dan W.C. Black, 1998, Multivariate Data Analysis, 5th Edition, Prentice Hall.

Hoare, R.J. dan Butcher, Ken (2007), “Do Chinese Cultural values affect customer satisfaction/loyalty?” International Journal of Contemporary Hospitality Management, Vol.20 No.2,2008, pp. 156-171

Kotler, P & Keller, K.L. (1997). Manajemen Pemasaran Jilid I. 12th Ed. Jakarta: PT Indeks

Lockyer,T. dan Tsai,M. (2004) , “Dimensions of Chinese Culture values in relation to the hotel dining experience”, Journal of Hospitality and Tourism Management, Vol.11 No.1, pp. 13-27

Peter,J.Paul dan Olson, Jerry C.2000.Consumer Behaviour.Jakarta : Erlangga

Rangkuti,Freddy. 2003, Measuring Customer Satisfaction. Jakarta : PT.Gramedia Pustaka Utama

Tjiptono,F. dan Chandra,G. 2005. Service,Quality , & Satisfaction. Yogyakarta : PT. ANDI Yogyakarta.

PDF - FULL TEXT

Published

2014-03-01

Issue

Vol. 3 No. 1 (2014): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (September)

Section

Bidang Manajemen (M)

Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.